연구동향 분석

감동한 고객은 정말로 더 충성적인가? 고객충성도에 대한 고객만족과 고객감동의 선형 및 비선형적 효과

김미정( Mi Jeong Kim ) 박상일 ( Sang Il Park ) 2014년

논문상세정보
인용/피인용
' 감동한 고객은 정말로 더 충성적인가? 고객충성도에 대한 고객만족과 고객감동의 선형 및 비선형적 효과' 의 주제별 논문영향력
논문영향력 선정 방법
논문영향력 요약
주제
  • 경영관리
  • customer loyalty
  • customer satisfaction
  • customerdelight
  • nonlinear relationship
  • 고객 충성도
  • 고객감동
  • 고객만족
  • 비선형적 관계
동일주제 총논문수 논문피인용 총횟수 주제별 논문영향력의 평균
12,361 0

0.0%

' 감동한 고객은 정말로 더 충성적인가? 고객충성도에 대한 고객만족과 고객감동의 선형 및 비선형적 효과' 의 참고문헌

  • 실용적 속성과 쾌락적 속성이 소비자 감동에 미치는 영향
    장인정 고객만족경영연구 13 (2) : 149 ~ 177 [2011]
  • 고객만족이 기업성과에 미치는 영향에 있어서 고객충성도 변수의 역할
    이유재 이청림 마케팅연구 22 (1) : 81 ~ 102 [2007]
  • 고객만족과 고객충성도간의 관계-비선형성과 전환장벽의 조절효과
    배상욱 윤한성 마케팅관리연구 15 (2) : 71 ~ 92 [2010]
  • 감동 측정을 위한 척도의 개발
    박지혜 마케팅연구 24 (1) : 1 ~ 28 [2009]
  • Word-of-mouth Communications in Marketing : A Metaanalytic Review of the Antecedents and Moderators
    Motos, Celso Augusto Journal of the Academy Marketing Science 36 (4) : 578 ~ 596 [2008]
  • Why Satisfied Customers Defect
    Jones, Thomas O. Harvard Business Review 73 (5) : 88 ~ 99 [1995]
  • Whence Consumer Loyalty
    Oliver, Richard L. Journal of Marketing 63 (Special) : 33 ~ 44 [1999]
  • Understanding Customer Delight and Outrage
    Schneider, Benjamin MIT Sloan Management 41 (1) : 35 ~ 45 [1999]
  • Toward a Consensual Structure of Mood
    Watson, David Psychological Bulletin 98 (2) : 219 ~ 235 [1985]
  • To Delight, or No to Delight? This Is the Question Service Firms Must Address
    Barnes, Donald C. Journal of Marketing Theory and Practice 18 (3) : 275 ~ 283 [2010]
  • To Delight or Not to Delight? An Investigation of Loyalty Formation in the Restaurant Industry
    Bowden, Jana. L. H. Journal of Hospitality Marketing and Management 20 (5) : 501 ~ 524 [2011]
  • The Surprise-Delight Relationship Revisited in the Management of Experience
    Vanhamme, Joelle Recherche et Applications en Marketing 23 (3) : 113 ~ 138 [2008]
  • The Role of Emotions in Service Encounters
    Mattila, Anna S. Journal of Service Research 4 (4) : 268 ~ 277 [2002]
  • The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships
    Garbarino, Ellen Journal of Marketing 63 (2) : 70 ~ 87 [1999]
  • The Behavioral Consequences of Service Quality?
    Zeithaml, Valarie A Journal of Marketing 60 (2) : 31 ~ 46 [1996]
  • Strengthening the Satisfaction-Profit Chain
    Anderson, Eugene W Journal of Service Research 3 (2) : 107 ~ 120 [2000]
  • Specific Investments in Marketing Relationships : Expropriation and Bonding Effects
    Rokkan, Aksel I Journal of Marketing Research 40 (2) : 210 ~ 224 [2003]
  • Should We Delight the Customer?
    Rust, Roland T. Journal of the Academy of Marketing Science 28 (1) : 86 ~ 94 [2000]
  • Serving customers and consumers effectively in the twenty-first century : a conceptual framework and overview
    Parasuraman, A. Journal of the Academy of Marketing Science 28 (1) : 9 ~ 16 [2000]
  • Satisfaction, Repurchase Intent, and Repurchase Behavior : Investigating the Moderating Effects of Customer Characteristics
    Mittal, Vikas Journal of Marketing Research 38 (1) : 131 ~ 142 [2001]
  • Satisfaction : a behavioral perspective on the consumer
    Oliver, Richard L. McGraw-Hill [1997]
  • Role of Interpersonal Factors in Delighting Customers
    Kumar, Anand Marketing Management Journal 11 (1) : 49 ~ 57 [2001]
  • Return on Quality(ROQ) : Making Service Quality Financially Accountable
    Rust, Roland T. Journal of Marketing 59 (2) : 58 ~ 70 [1995]
  • Reassessing the Foundations of Customer Delight
    Finn, Adam Journal of Service Research 8 (2) : 103 ~ 116 [2005]
  • Quality : Beyond Customer Satisfaction
    Chandler, Colby H. Quality Progress 21 (10) : 30 ~ 32 [1989]
  • Psychometric theory
    Nunnally, Jum C McGraw-Hill [1994]
  • Proactive Customer Orientation and Its Role for Creating Customer Value in Global Markets
    Blocker, Christopher Journal of the Academy Marketing Science 39 (3) : 216 ~ 233 [2011]
  • Oasis or Mirage: Does Customer Delight Really Yield Disproportionate Gains in Customer Retention and Loyalty?
  • Multivariate Data Analysis
    Hair, Joseph F Prentice Hall [2006]
  • Misleading Heuristics and Moderated Multiple Regression Models
    Irwin, Julie R Journal of Marketing Research 38 (1) : 100 ~ 109 [2001]
  • Measuring the hedonic and utilitarian dimensions of consumer attitude
    Voss, K. E. Journal of Marketing Research 40 (3) : 310 ~ 320 [2003]
  • Learning from Customer Defections
    Reichheld, Frederick F. Harvard Business Review 74 (2) : 56 ~ 69 [1996]
  • How to Delight Your Customers
    Berman, Barry California Management Review 48 (1) : 129 ~ 151 [2005]
  • How and When Advertising Can Influence Memory for Consumer Experience
    Braun-LaTour, Kathryn A. Journal of Advertising 33 (4) : 7 ~ 25 [2004]
  • Examining Mediating Role of Attitudinal Loyalty and Nonlinear Effects in Satisfaction-Behavioral Intentions Relationship
    Jaiswal, Anand K Journal of Services Marketing 25 (3) : 165 ~ 175 [2011]
  • Do Satisfied Customers Really Pay More? A Study of the Relationship Between Customer Satisfaction and Willingness to Pay
    Homburg, Christian Journal of Marketing 69 (2) : 84 ~ 96 [2005]
  • Distinguishing Service Quality and Customer Satisfaction : The Voice of the Customer
    Iacobucci, Dawn Journal of Consumer Psychology 4 : 277 ~ 303 [1995]
  • Determinants of Pay Levels and Structures in Sales Organizations
    Rouzies, Dominique Journal of Marketing 73 (6) : 92 ~ 104 [2009]
  • Delighted Consumers Buy Again
    Hicks, Jessica M. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 18 : 94 ~ 104 [2005]
  • Delight by Design : The Role of Hedonic Versus Utilitarian Benefits
    Chitturi, Ravindra Journal of Marketing 72 (3) : 48 ~ 63 [2008]
  • Customer Switching Behavior in Service Industries; An Exploratory Study
    Keaveney, Susan M. Journal of Marketing 59 (2) : 71 ~ 82 [1995]
  • Customer Satisfaction, Customer Retention, and Market Share
    Rust, Roland T. Journal of Retailing 69 (2) : 193 ~ 215 [1993]
  • Customer Satisfaction : A Meta-Analysis of the Empirical Evidence
    Szymanski, David M. Journal of the Academy of Marketing Science 29 (1) : 16 ~ 35 [2001]
  • Customer Delight: Distinct Construct or Zone of Nonlinear response to Customer Satisfaction?
    Finn, Adam Journal of Service Research 15 (1) : 99 ~ 110 [2012]
  • Customer Delight: Creating and Maintaining Competitive Advantage
    Kumar, Anand Indiana University [1996]
  • Customer Delight in a Retail Context : Investigating Delightful and Terrible Shopping Experiences
    Arnold, Mark J Journal of Business Research 58 : 1132 ~ 1145 [2005]
  • Customer Delight and the Bottom Line
    Keiningham, Timothy L. Marketing Management 8 (3) : 57 ~ 63 [1999]
  • Customer Delight : Foundations and Findings, and Managerial Insight
    Oliver, Richard L. Journal of Retailing 73 (3) : 311 ~ 336 [1997]
  • Curvilinear Effects of Consumer Loyalty Determinants in Relational Exchanges
    Agustin, Clara Journal of Marketing Research 42 (1) : 96 ~ 108 [2005]
  • Classifying Services to Gain Strategic Marketing Insights
    Lovelock, Christopher. H. Journal of Marketing 47 (3) : 9 ~ 20 [1983]
  • Business Dictionary
  • Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty?
    Brakus, J. Josko Journal of Marketing 73 (3) : 52 ~ 68 [2009]
  • Attractive Quality and Must-be Quality
    Kano, Noriaki Journal of the Japanese Society for Quality Control 14 (2) : 39 ~ 48 [1984]
  • Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Encounters
    Cronin, J. Joseph Jr. Journal of Retailing 76 (2) : 193 ~ 218 [2000]
  • Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction
    Mano, Haim Journal of Consumer Research 20 (3) : 451 ~ 466 [1993]
  • Are Your Satisfied Customers Loyal?
    Skogland, Iselin Cornell Hotel and Restaurant Administration Quarterly 45 (3) : 221 ~ 234 [2004]
  • Aligning Innovation with Market Characteristics in the Nonprofit Professional Theater Industry
    Voss, Glenn B. Journal of Marketing Research 43 (2) : 296 ~ 302 [2006]
  • Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgment
    Singh, Jagdip Journal of the Academy of Marketing Science 28 (1) : 150 ~ 167 [2000]
  • Affect, Appraisal, and Consumer Judgments
    Yeung, Catherine Journal of Consumer Research 31 (2) : 412 ~ 424 [2004]
  • Advances in Consumer Research, 26
    Ngobo, Paul-Valentin Association for Consumer Research : 469 ~ 476 [1999]
  • Advances in Consumer Research, 23
    Oliver, Richard L. Association for Consumer Research : 143 ~ 147 [1996]
  • A Theoretical Exploration and Model of Consumer Expectations, Post-purchase Affective States and Affective Behaviour
    Santos, Jessica Journal of Consumer Behaviour 3 (2) : 142 ~ 156 [2003]
  • A Longitudinal Study of Complaining Customers’ Evaluations of Multiple Service Failures and Recovery Efforts
    Maxham Ⅲ, James G. Journal of Marketing 66 (4) : 57 ~ 71 [2002]
  • A Framework for the Formation and Structure of Consumer Expectations : Review and Propositions
    Oliver, Richard L. Journal of Economic Psychology 8 (4) : 469 ~ 499 [1987]
  • A Contingency Approach: The Effects of Spokesperson Type and Service Type on Service Advertising Perceptions
    Stafford, Marla Royne Journal of Advertising 31 (2) : 17 ~ 35 [2002]